But doesn't the Management also depicts and dictates what are
the dos and don'ts. Clearly in the case of Swensens, the outlets
dictate their own management standards, which refer the lax
handling by the Management.
If me's not wrong, Singapore's Swensens is by rights of
franchising, thus to the franchisee, they are more concerned on the
dollars and cents rather than thinking the fact that with good
service and practices, they will be able to retain their share of
loyal customers. In the same way, menus and new food exploration
are to be explored so as to keep a fresh look.
Yes, as customer and consumer, if a service rendered is not
justifiable, we can exercise our consumer rights as stated in
consumer charter from CASE by refusing to pay the 10% imposed
service charge.
We consumers just have a very basic request. We like to be served
with the right and good service. A good experience goes a long way,
but a bad experience goes a fast way.
